Customer Success Manager - Healthcare

Customer Success Engagement Manager

The Customer Success Engagement Manager plays a lead role in managing and driving customer value across the UpToDate product portfolio. They serve as the lead Customer Success representative for strategic accounts within a geographic region of the United States and are responsible for ensuring the adoption, engagement and value realization in UpToDate products.

The Customer Success Engagement Manager is part of a regionally organized account team that spans both Customer Success and Sales to ensure strategic customer relationships are established and strengthened, implementation projects are well-managed, communication plans are effectively designed and executed and ongoing performance is managed. The team is accountable to ensure that customer needs are identified and satisfied, that expectations are met and exceeded and that renewals are achieved. Internally, this position contributes to the development of both internal and external best practices and strategies, participates in training and onboarding, and mentors teammates in their growth and development.

Core Requirements

• Requires specialized depth and/or breadth of expertise, conceptual and practical knowledge of theories and principles within Customer Success, and applies general knowledge of business and industry practices.
• Works independently, with guidance in only the most complex situations.
• Manages a smooth customer on-boarding process, ensuring an easy introduction for the customer from the outset.
• Supports and manages the customer across their lifecycle to maintain customer loyalty and customer satisfaction.
• Uses data to monitor customer performance and promote engagement between the customer and product(s).
• Ensures that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are met according to contractual agreements.
• Collaborates with customers to define and achieve goals for the program; documents successes when realized
• Maintains a clear understanding of client objectives and values, building and maintaining strong client relationships. Serves as an advisor on advanced and broad ranging projects.
• Interprets business challenges and recommends best practices to improve products, processes or services.
• Leads others in solving complex problems using sophisticated analytical thought to exercise judgement and identify innovative solutions. Leads functional teams or projects.
• Exercises judgment in evaluation, selection, and adaption of both standard and complex techniques and procedures.
• Uses in-depth professional knowledge and acumen to develop models and procedures and monitors trends.

Customer Relationship Management

• Partner with Sales to build and maintain the health and well-being of assigned accounts, effectively managing customer expectations, and supporting value realization and renewal
• Enable team members to act as UpToDate liaisons for customer executive leadership as it relates to project planning, execution, implementation and utilization efforts and serve as part of an escalation path for project plan related issues or questions
• Lead executive planning sessions for customer accounts in collaboration with senior management and Sales
• Share best practices and encourage their adoption
• Interview and shadow customers to design workflows, training and deployment plans to meet unique customer needs and position UpToDate positively
• Present findings both internally and externally to win support for process and performance improvement plans related to customer value
• Work with customers to set goals and benchmark value achieved, leveraging tools (reports, case studies, client references, etc.) to win and maintain customer support

Develop effective plans for large scale customer deployments and utilization with identified milestones and goals

• Understand and uncover customer needs, initiatives, and deployment opportunities to develop and align prioritized project plans for assigned accounts
• Lead the development and execution of comprehensive customer project plans, including implementation and optimization activities. This includes ensuring the coordinated execution of tasks across a multi-disciplinary team (Systems Implementation, Customer Support, Enterprise Support, Research & Analytics, Lifecycle Marketing, etc.) and for a variety of activities (access planning, configuration, and execution; training & onboarding; communication plans & digital programs; reporting, etc.)
• Assess internal resource needs and requirements for efficient and effective implementation
• Track and review implementation project plan, including risk identification, gap assessment, and escalation
• Report on progress and effectiveness of plans to customer leadership and internal stakeholders, triggering escalation paths and creating remediation strategies when necessary
• Direct Customer Success Specialists in executing supporting implementation activities, including workflow design, customer configuration, branding & tailoring, and customer training
• Ensure plan execution by direct contribution and oversight of assigned team members' efforts, prioritizing efforts and resources for assigned customer portfolio.

Ongoing Value Management

• Oversee customer utilization and product performance
• Analyze customer utilization patterns to identify areas of risk, opportunity and need
• Conduct reviews with customer providing insight to connect goals with product engagement
• Work with customers to re-engineer workflow processes where necessary
• Partner with marketing on communication planning including lifecycle marketing, targeted customer communications, and thought leadership campaigns
• Identify cross-sell/up-sell opportunities for sales organization
• Engage directly with customers and users to maximize the value of their UpToDate subscription

Other Related Duties

• Establish positive, collaborative relationships with customer representatives even under difficult or escalated circumstances.
• Act and communicate professionally as a representative of the UpToDate team

Qualifications

Education: Bachelor's degree in related field, specialized training, or equivalent work experience.

Experience: 4+ years of experience in Customer Success, Account Management, Product Marketing, or a related customer-facing role

Other Knowledge, Skills, Abilities or Certifications:

• Excellent project management skills to track large, complex software implementations across multiple customer sites
• Data-oriented, consultative approach to promote product utilization with customers
• Proven ability to quickly establish rapport with all levels of personnel up to and including C-suite executives
• Superb presentation, oral and written communication skills
• Understanding of clinical environments and workflows

Travel: Up to 40% travel based on customer needs